ComplaintsforThings Engraved Head Office

• Initial Complaint

  16/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 1.25" x 3" small plaque with a custom engraving. Paid $15 extra to rush the order and receive it the week before Christmas. What I received were clearly cast-offs. Silver on one side with marker writing on it on '4x2 gold', black on the other side with scribbles in white of random letters and numbers. Roughly cut. Not at all what I asked for, just garbage that should have been thrown away. Customer service offered me a $15 store credit. I fought and was offered a full refund (for the product I didn't receive and would never receive!!) Only if I shipped their garbage back to them. I tried explaining that I'm awaiting spinal surgery and thus cannot go out to ********* unless I take an expensive cab ride, but they refused to own up to their mistake. Absolutely insulting.

  Business response

  19/12/2022

  The white marking on the front, is on a plastic film that needs to be removed before engraving. 

  When ordering a custom cut plate - there will be markings on the back. Once we cut a 24x12 plate into smaller portions, we mark the back of the plate to ensure they are not mixed up. The marking on the back have no effect on the front of the plate and is not visible once the plate is on its intended surface (i.e. a wall, a plaque, a trophy, etc.)

  If a refund is requested, we require the product to be returned. It is the same as any other store, if you want your money back, you need to return the product.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 4 wine glasses with Solomon engraved closest to the bottom of the glass. The website explicitly states that the preview is a representation of the “actual, finished product.” When I received the glasses the engraving was in the middle. I reached out to the company to get a proper product, as per the order I submitted. I was told this was not possible because of the glass design and offered 10% off. I said that wasn’t acceptable as the glasses look ugly with the engraving in the middle and are not what I paid for. Then I was offered 50% back or a store credit less the taxes I paid. They said “As per our policy, due to personal configuration, inscription, or design on the product, we are not able to accept returns or exchanges unless the products are damaged/defective upon arrival.” I asked for a manager or supervisor to reach out to me as I wanted to discuss how unprofessional it is not to allow me to return the product when it is not as I ordered it. I also said I would take 50% back because I purchased this as a gift and wanted to buy a better gift. I will not be shopping here again as they falsely advertise their products/engraving services. I was told they “are not able to proceed with a full refund for the order because the engraving was done properly, the only issue is a misleading website which will be fixed shortly.” All in all, a return should have been allowed or a full refund as the product was not what I paid for. I have no issue paying for a product that looked like what I ordered. If I wanted an arbitrary engraving placed in the middle of the glass I would have ordered that but I didn’t. I also only received a 43% refund overall. They did not refund the taxes paid on half the value of the glasses. Small thing but still they didn’t even give me a 50% refund.

  Customer response

  27/06/2022

  
  Better Business Bureau:
  In regards to complaint #********* things engraved reached out to me and offered a refund. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  26/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently ordered several hundred dollars of product from Things Engraved. They arrived on time, but the engravings were much larger than the mock up on the internet. They looked really silly to be honest and they were supposed to be gifts for a wedding party. I asked their customer service to please replace the items and I showed them the mock up I was given. Then they claimed they did the work accurately and and sometimes 'slightly' larger than on the website. I measured the engraving in the mock up and compared it to what I recieved and the result was a 400% difference in size! I replied to them again and the best they said they could do was give me $20 store credit. I'm totally baffled. Now I have hundreds of dollars of product that I feel embarrassed to give out. Their website mockup is NOT accurate and their customer service is belittling and self serving.

  Business response

  26/05/2022

  As you can see from the mock up photo from the website, the wording was too small to read. We made sure each text was visible and legible. The flask was created with the correct words, spelling and font choice. We will be happy to offer a $20 store credit as the mock up photo on the website was unlegible. 

   

  Customer response

  26/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  This was never about the accuracy of the text. NEVER! It was ALWAYS about the size as I've stated over and over again. The font's not correct either but I'm just giving up on that at this point. The text is 400% larger! I don't mean to be crass but do you know what accurate means? The photo clearly shows the font size of the mock up is MUCH smaller. What I was sent looks rediculous. If your mock up reflected the size that the engravings were made in real life I would never have bought them! That's the issue. Your mock up is not accurate. I don't even want an exchange at this point. I want a full refund. 
  
  Sincerely,
  
  **** *********

  Business response

  03/06/2022

  I apologize you are unhappy with the product. As we have delivered the product with customization we are unable to offer a refund. Should you wish to accept our offer of a store credit, feel free to reach out. 

  Regards, Caroline

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩